*This is a field position covering the most Eastern part of the state.

The Field Support Representative (FSR) is a customer-focused technology professional who serves as the primary liaison between the State Office IT team and Regional Claim and Agency Offices. This role ensures that all office technology is operational, enabling staff to effectively serve KFB members and customers. The FSR builds strong relationships with business users, proactively identifies and resolves technology issues, and delivers training and support tailored to user needs. By combining technical expertise with a service-first mindset, the FSR plays a critical role in aligning IT capabilities with business goals and enhancing the overall user experience. 

Serve as a trusted technology advisor to Regional Claim and Agency Offices, ensuring systems are optimized for business operations and customer service delivery.

Provide exceptional customer service by anticipating user needs, responding promptly to issues, and maintaining a professional and empathetic approach.

Act as a business liaison, translating technical concepts into user-friendly solutions and ensuring alignment between IT services and business objectives.

Conduct proactive office visits to build relationships, assess technology needs, and deliver hands-on support and training.

Collaborate with agency managers and other departments to understand business workflows and recommend technology improvements that enhance efficiency and service.

Deliver personalized training to users on hardware, software, and business systems, ensuring confidence and competence in daily operations.

Support disaster recovery and business continuity efforts by providing rapid response and technical expertise during outages or CAT events.

Participant in cross-functional projects and pilot programs, representing the voice of the field and advocating for user-centric solutions.

Travel via company-provided vehicle to various Regional Claim and Agency Offices.

Analyze and resolve technical problems with end-user client technologies (hardware and software).

Uses discretion based on previous experience and education to recommend and implement corrective solutions, including off-site repair for remote users as needed.

Collaborate with external vendors to resolve problems with local networks, data circuits, hardware, and software.

Install and configure servers, routers, switches, and other network devices.

Manage installation of computer and network technologies for construction and remodel projects (Agency or Regional office moves/renovations)

Install and configure smartphones, printers, scanners / fax, cameras, servers, and computers.

Work with business users to ensure equipment standards and policies are followed.

Collaborate with other departments (especially ASM and Claims) to assess needs and further the use of IT technologies to meet them.

Exhibit high accountability for corporate guidelines regarding use of technology and security standards.

Support the strategic mission of the IT function as it relates to goals for the organization.

Demonstrate a positive supportive attitude of company and departmental goals.

Manage relationships in ways that promote service and support the organization.

Regular, predictable attendance as employee must physically be in the office.

This list of Essential Functions is non-exhaustive and may be supplemented, as necessary.

OTHER RESPONSIBILITIES

Prepare written procedures for functions performed.

Maintain inventory records of all installed/removed equipment.

Provide backup for Help Center.

Attend training seminars, classes and monthly regional meetings as required.

Some travel required outside of home territory for training, meetings, and assistance with other territories.

JOB SPECIFICATIONS

Physical demands: Must be able to lift up to 50 pounds; Speaking; Sitting for prolonged periods; Normal vision/hearing with or without correction; Typing

Prolonged periods of driving required, occasionally up to 300-miles one-way.

Mental demands: Analytic reasoning.

Environmental factors : Daily travel; Some overnight travel required.

Equipment: Various computer equipment; Automobile.

Bachelor’s degree in business, education, or related field preferred. Combination of education, training, and experience to acquire knowledge and skills generally equivalent to those possessed by a four-year college graduate may be considered.

Two to three years’ experience with PCs, PC software and Network equipment.

Ability to retain composure under adverse situations.

Have a clear understanding of LAN / WAN technology.

Have a clear understanding of PC, printer, and networking hardware.

Have a clear understanding of Microsoft OS and related software.

Strong customer service orientation with a proven ability to build rapport, manage relationships, and resolve issues with professionalism and empathy.

Experience in business relationship management or liaison roles preferred.

Excellent communication skills, with the ability to explain technical concepts clearly to non-technical audiences.

Demonstrated ability to work independently, prioritize tasks, and maintain a high level of accountability.

A collaborative mindset and willingness to partner with business units to improve processes and outcomes.

Experience developing and delivering training the empowers users and enhances system adoption.